HCA Healthcare UK Elstree Waterfront Outpatients

Updated 20 June 2022

The Wellington Hospital Elstree Waterfront is operated by HCA Healthcare UK. The service was registered with the CQC in June 2017. The service provides outpatient services and diagnostic imaging including X-ray ultrasound and magnetic resonance imaging (MRI) for adults and children. Services included outpatient appointments for preoperative and postoperative review, as well as outpatient treatments such as naso-endoscope and dermatology procedures. The outpatient appointments were a combination of patients accessing treatment and surgical outpatient consultations.

The hospital primarily serves the communities of Elstree and surrounding areas of North London. It also accepts patient referrals from outside this area. Elstree Waterfront is managed under The Wellington Hospital in St Johns Wood. The service refers directly to Wellington Hospital for acute admissions for adults. The service also refers to The Portland Women and Children’s’ Hospital to cater for the needs of children and young people.

Updated 20 June 2022

Our rating of this location improved. We rated it as outstanding because:

• There was no waiting list for outpatients and staff had established a number of rapid-access care pathways that meant patients could see a consultant and undergo diagnostic testing and treatment on the same day.

• The service aimed to see children and young people within 15 minutes of arriving for their appointment. The service monitored waiting times and since January 2022 98% of children were seen within 15 minutes.

• Staff provided an on-demand blood testing service. Couriers collected samples three times each day and if there was an urgent request staff would arrange the immediate collection of the sample. Results were generally provided within 24 hours. This helped patients to undergo blood testing quickly and reduced their anxiety as well as pressures on the health system.

• The service implemented a new safeguarding visibility flag procedure to improve patient safety and ensure the most is made of every contact with vulnerable patients. This system would flag a safeguarding concern across any of the locations within HCA Healthcare. A staff member was assigned to check the reporting system at the start of each day to see if any patients booked were flagged.

• The service had a weekly mental capacity forum which was overseen by the deputy chief nursing officer to discuss patient’s mental capacity as well as any vulnerable adults being cared, including patients with dementia, metal health issues and disabilities.

• The ear, nose and throat (ENT) suite provided clinicians with rapid access to micro-suction and nasopharyngoscopy that reduced the need for repeat visits or delayed treatment.

• There was a proactive approach to understanding the needs and preferences of different groups of people and to delivering care in a way that met these needs, which was accessible and promoted equality.

• There was a strong record of sharing work locally, nationally and internationally. Consultants participated in international meetings and conferences. Consultants actively participated in research across their professional practice and published research papers such as the diagnosis and management of challenging injuries and a systematic review on tennis elbow. This ensured they provided evidence-based care.

• The service had undertaken a quality improvement project to ensure that doctors who referred patients for blood tests, but did not have practising privileges at the service, would receive timely results. Records showed the service reviewed the process, cause for delays and implemented a new procedure which was reviewed monthly.

• Multidisciplinary working was a fundamental aspect of the service and underpinned all elements of care. Staff held regular and effective multidisciplinary meetings to discuss patients and improve their care. Musculoskeletal consultants worked closely with the orthopaedic consultants and physiotherapists to provide a rapid patient pathway.

• Governance arrangements were proactively reviewed and reflected best practice.

• The service provided staff with additional opportunities to learn and grow and the service responded by providing staff with access to Harvard Manage Mentor leadership development programme to develop leaders at all levels.

• The service implemented a mental health champion programme as a part of its wellbeing strategy. The key initiative was to manage health and wellbeing proactively, minimise the impact of mental health and to promote and maintain a healthy workplace.

Updated 28 August 2019

The service provided the provision of Magnetic Resonance Imaging (MRI) scanning, x-ray and ultrasound scanning.

We rated this service as good because it was safe, caring, responsive and well-led.

We do not currently collect sufficient evidence to enable us to rate the effective key question.

Updated 20 June 2022

Our rating of this service improved. We rated it as outstanding. See the overall summary above for details.